What happens when the assistant does not know the answer?
It doesn't guess. The conversation goes to your team and the client is told a person will take over. A skill can route topics like refunds to them too.
Updated 29 October 2026
It does not guess. The conversation is handed to your team, and the client is told a person will take over, in a message you write or one the assistant writes. You can also add a skill telling it to hand certain questions, such as refunds or complaints, to your team instead of answering them.
When it is not sure, the assistant says so and hands the conversation to the team.
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